mM
motala M
1 reviews | Active since Nov 2009
29 Apr 2021, 16:10
Synerji / Northside Electric poor service.
I purchased a significant portion of my light bulbs and light fittings from northside electrical (North Coast Road , Durban) . Other fittings and light bulbs were also purchased from other suppliers. After the first year we noted that Synerji E27 LED light Bulbs 9W3000k started failing on a regular basis. We contacted Northside Electrical in 2020 , replacement light bulbs were provided. Failures continued to occur. At the two year mark , a further 50% of these unit failed. I am not sure if the replacements had failed or the original units. I then requested that Northside investigate this even though the warranty was over to find out the reason for failure. I contacted the representative for Synergi (Derrick) who indicated that bulbs were too old and could not / should not have been supp**** by northside electrical as this been a fast moving item. Apparently he had communicated with Brin Paxton at Northside Electrical. I am not looking for replacement just answers. I have the invoices etc. Meanwhile i have replaced the failures with osram and eurolux units for comparison. I have also noted no failures in other light bulbs fitted at the same time. Avoid this brand and supplier
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Replies (4)0
Replies (4)
Northside Electrical Lighting Security Wholesalers's replyOfficial
30 Apr 2021, 15:34Good Day Mrs Ahmed
Thank you for your purchases from Northside it is much appreciated it is unfortunate that you are unhappy with your purchases.
In response to your negative review of Northside.
As per our telephonic discussion on the 22nd April 2021 it was confirmed that you would return the Synerji 9watt globes and we would do our best to assist you. Unfortunately, we are still waiting for the globes to be returned and we are unable to investigate or assist without the faulty ones.
We did contact you again this morning 30 April 2021 to find out what was happening with the globes and you stated that you weren’t interested in fighting and have put a bad review on Hello Peter. We assure you that we are here to assist and not fight with you.
As discussed, we will have the globes collected from you and do our best to assist you.
We strive to only keep quality products and if we find one of our products is of an inferior quality, we will discontinue that product. Between 2017 & 2021 we have purchased around 27 000 of these globes and to date we have only had 24 returned faulty.
We will do our best to resolve this problem.
Northside Management
Northside Electrical Lighting Security Wholesalers's reply30 Apr 2021, 15:34
Official
Good Day Mrs Ahmed
Thank you for your purchases from Northside it is much appreciated it is unfortunate that you are unhappy with your purchases.
In response to your negative review of Northside.
As per our telephonic discussion on the 22nd April 2021 it was confirmed that you would return the Synerji 9watt globes and we would do our best to assist you. Unfortunately, we are still waiting for the globes to be returned and we are unable to investigate or assist without the faulty ones.
We did contact you again this morning 30 April 2021 to find out what was happening with the globes and you stated that you weren’t interested in fighting and have put a bad review on Hello Peter. We assure you that we are here to assist and not fight with you.
As discussed, we will have the globes collected from you and do our best to assist you.
We strive to only keep quality products and if we find one of our products is of an inferior quality, we will discontinue that product. Between 2017 & 2021 we have purchased around 27 000 of these globes and to date we have only had 24 returned faulty.
We will do our best to resolve this problem.
Northside Management
mM
motala M's updateReviewer Update
01 May 2021, 06:47Dear John
Thank you for your reply and for taking my call on friday afternoon 30 April 2021
My response to above Hellopeter reply is as follows:
1)
First i would like to respond to the above : the word fighting was not used. What would be the point of so called "fighting" This a false statement. You are most welcome to review the phone call recording on your system and to correct your statement
2)
You are correct in that you requested the bulbs to be sent back. This was after an attempt to resolve the matter in person , by my family member who visited the branch with the failed light bulbs on either 6 or 7 April 2021 , between 11 and 12 am. He spoke to two members of your staff indicating what the issue was , initially to members on the right and then in the despatch area on the left. They turned him away without resolution.. It is inconvenient to keep coming back to the branch once been turned away. In addition during my call with the representative from Synerji , they indicated it was pointless returning the light bulbs as they would not be tested to identify the cause of failure, as they were too old. Hence your offer to collect the bulbs is appreciated , even though your supplier says their return adds no value. This return will occur in the coming week as I have confirmed that on the 1 May your staff are on leave.
3)Your indicated Failure rate of this series of light bulb is in the region of 0.08%.
Your statement does not indicate if these were the total number reported by customers
including those customers who were turned away. Hence this figure may be biased and not a true reflection of faliure. Some consumers may also have not bothered if it was limited number. In our experience in a shorter period based on the invoice provided to you and based on using fittings supp**** by your company and fitted by a registered electrician, the failure rate that i have referred to my review is an underestimate , it would seem to be greater than 80%. An exceptionally high rate.
My comments regarding our conversation on the 30 April are as follows:
1)You indicated that we should not have placed a review on Hellopeter and given you an opportunity prior to this. This is not correct.
a) In 2020 the first failures started , these were returned to Northside and replaced.
Your employee Kajee contacted me awhile later regarding the failures. I indicated that since the return more bulbs had failed , but fortunately most of our fittings are two bulb units therefore light is still present. The exact number of bulbs should be in your documentation , but is in the region of 15. In my opinion I think Northside should have realised that the failure rate was excessive and should have requested that all bulbs including the working ones be brought back. This was the first opportunity to resolve. (You can verify the call by reviewing your itemised billing.)
b) As documented above my family member did return to the store . This can be verified by reviewing your CCTV footage on the days in question. This was a second opportunity to resolve.
He spoke to not one / but two staff members.
2)You indicated that should I not have spoken to Synerji as this is a northside issue.
We did deal with northside the retailer. If the retailer does not perform or does not know what is going on surely the supplier should be contacted.
3)I indicated that at the time the units were fitted , new fittings from two other suppliers were also placed. There have been NO failure in other LED units - including downlighters and central fittings . The synerji long tubes have also not failed. Basically the only model that failed was the model referred to in my review. This clearly points to an issue.
4) If you flag reviews on Hellopeter as false , it limits the consumers choice to identify problematic products / faulty batches. As you can see my review is correct with the only deficiency been my underestimation of the failure rate.
Basically Northside could have dealt with this in a different manner , and had the opportunity to identify the issue in 2020. Staff training and the relevant procedures need to be put in place.
I look forward to your response and to bringing this to a conclusion.
Thank you
Thank you for your reply and for taking my call on friday afternoon 30 April 2021
My response to above Hellopeter reply is as follows:
1)
First i would like to respond to the above : the word fighting was not used. What would be the point of so called "fighting" This a false statement. You are most welcome to review the phone call recording on your system and to correct your statement
2)
You are correct in that you requested the bulbs to be sent back. This was after an attempt to resolve the matter in person , by my family member who visited the branch with the failed light bulbs on either 6 or 7 April 2021 , between 11 and 12 am. He spoke to two members of your staff indicating what the issue was , initially to members on the right and then in the despatch area on the left. They turned him away without resolution.. It is inconvenient to keep coming back to the branch once been turned away. In addition during my call with the representative from Synerji , they indicated it was pointless returning the light bulbs as they would not be tested to identify the cause of failure, as they were too old. Hence your offer to collect the bulbs is appreciated , even though your supplier says their return adds no value. This return will occur in the coming week as I have confirmed that on the 1 May your staff are on leave.
3)Your indicated Failure rate of this series of light bulb is in the region of 0.08%.
Your statement does not indicate if these were the total number reported by customers
including those customers who were turned away. Hence this figure may be biased and not a true reflection of faliure. Some consumers may also have not bothered if it was limited number. In our experience in a shorter period based on the invoice provided to you and based on using fittings supp**** by your company and fitted by a registered electrician, the failure rate that i have referred to my review is an underestimate , it would seem to be greater than 80%. An exceptionally high rate.
My comments regarding our conversation on the 30 April are as follows:
1)You indicated that we should not have placed a review on Hellopeter and given you an opportunity prior to this. This is not correct.
a) In 2020 the first failures started , these were returned to Northside and replaced.
Your employee Kajee contacted me awhile later regarding the failures. I indicated that since the return more bulbs had failed , but fortunately most of our fittings are two bulb units therefore light is still present. The exact number of bulbs should be in your documentation , but is in the region of 15. In my opinion I think Northside should have realised that the failure rate was excessive and should have requested that all bulbs including the working ones be brought back. This was the first opportunity to resolve. (You can verify the call by reviewing your itemised billing.)
b) As documented above my family member did return to the store . This can be verified by reviewing your CCTV footage on the days in question. This was a second opportunity to resolve.
He spoke to not one / but two staff members.
2)You indicated that should I not have spoken to Synerji as this is a northside issue.
We did deal with northside the retailer. If the retailer does not perform or does not know what is going on surely the supplier should be contacted.
3)I indicated that at the time the units were fitted , new fittings from two other suppliers were also placed. There have been NO failure in other LED units - including downlighters and central fittings . The synerji long tubes have also not failed. Basically the only model that failed was the model referred to in my review. This clearly points to an issue.
4) If you flag reviews on Hellopeter as false , it limits the consumers choice to identify problematic products / faulty batches. As you can see my review is correct with the only deficiency been my underestimation of the failure rate.
Basically Northside could have dealt with this in a different manner , and had the opportunity to identify the issue in 2020. Staff training and the relevant procedures need to be put in place.
I look forward to your response and to bringing this to a conclusion.
Thank you
mM
motala M's update01 May 2021, 06:47
Reviewer Update
Dear John
Thank you for your reply and for taking my call on friday afternoon 30 April 2021
My response to above Hellopeter reply is as follows:
1)
First i would like to respond to the above : the word fighting was not used. What would be the point of so called "fighting" This a false statement. You are most welcome to review the phone call recording on your system and to correct your statement
2)
You are correct in that you requested the bulbs to be sent back. This was after an attempt to resolve the matter in person , by my family member who visited the branch with the failed light bulbs on either 6 or 7 April 2021 , between 11 and 12 am. He spoke to two members of your staff indicating what the issue was , initially to members on the right and then in the despatch area on the left. They turned him away without resolution.. It is inconvenient to keep coming back to the branch once been turned away. In addition during my call with the representative from Synerji , they indicated it was pointless returning the light bulbs as they would not be tested to identify the cause of failure, as they were too old. Hence your offer to collect the bulbs is appreciated , even though your supplier says their return adds no value. This return will occur in the coming week as I have confirmed that on the 1 May your staff are on leave.
3)Your indicated Failure rate of this series of light bulb is in the region of 0.08%.
Your statement does not indicate if these were the total number reported by customers
including those customers who were turned away. Hence this figure may be biased and not a true reflection of faliure. Some consumers may also have not bothered if it was limited number. In our experience in a shorter period based on the invoice provided to you and based on using fittings supp**** by your company and fitted by a registered electrician, the failure rate that i have referred to my review is an underestimate , it would seem to be greater than 80%. An exceptionally high rate.
My comments regarding our conversation on the 30 April are as follows:
1)You indicated that we should not have placed a review on Hellopeter and given you an opportunity prior to this. This is not correct.
a) In 2020 the first failures started , these were returned to Northside and replaced.
Your employee Kajee contacted me awhile later regarding the failures. I indicated that since the return more bulbs had failed , but fortunately most of our fittings are two bulb units therefore light is still present. The exact number of bulbs should be in your documentation , but is in the region of 15. In my opinion I think Northside should have realised that the failure rate was excessive and should have requested that all bulbs including the working ones be brought back. This was the first opportunity to resolve. (You can verify the call by reviewing your itemised billing.)
b) As documented above my family member did return to the store . This can be verified by reviewing your CCTV footage on the days in question. This was a second opportunity to resolve.
He spoke to not one / but two staff members.
2)You indicated that should I not have spoken to Synerji as this is a northside issue.
We did deal with northside the retailer. If the retailer does not perform or does not know what is going on surely the supplier should be contacted.
3)I indicated that at the time the units were fitted , new fittings from two other suppliers were also placed. There have been NO failure in other LED units - including downlighters and central fittings . The synerji long tubes have also not failed. Basically the only model that failed was the model referred to in my review. This clearly points to an issue.
4) If you flag reviews on Hellopeter as false , it limits the consumers choice to identify problematic products / faulty batches. As you can see my review is correct with the only deficiency been my underestimation of the failure rate.
Basically Northside could have dealt with this in a different manner , and had the opportunity to identify the issue in 2020. Staff training and the relevant procedures need to be put in place.
I look forward to your response and to bringing this to a conclusion.
Thank you
Thank you for your reply and for taking my call on friday afternoon 30 April 2021
My response to above Hellopeter reply is as follows:
1)
First i would like to respond to the above : the word fighting was not used. What would be the point of so called "fighting" This a false statement. You are most welcome to review the phone call recording on your system and to correct your statement
2)
You are correct in that you requested the bulbs to be sent back. This was after an attempt to resolve the matter in person , by my family member who visited the branch with the failed light bulbs on either 6 or 7 April 2021 , between 11 and 12 am. He spoke to two members of your staff indicating what the issue was , initially to members on the right and then in the despatch area on the left. They turned him away without resolution.. It is inconvenient to keep coming back to the branch once been turned away. In addition during my call with the representative from Synerji , they indicated it was pointless returning the light bulbs as they would not be tested to identify the cause of failure, as they were too old. Hence your offer to collect the bulbs is appreciated , even though your supplier says their return adds no value. This return will occur in the coming week as I have confirmed that on the 1 May your staff are on leave.
3)Your indicated Failure rate of this series of light bulb is in the region of 0.08%.
Your statement does not indicate if these were the total number reported by customers
including those customers who were turned away. Hence this figure may be biased and not a true reflection of faliure. Some consumers may also have not bothered if it was limited number. In our experience in a shorter period based on the invoice provided to you and based on using fittings supp**** by your company and fitted by a registered electrician, the failure rate that i have referred to my review is an underestimate , it would seem to be greater than 80%. An exceptionally high rate.
My comments regarding our conversation on the 30 April are as follows:
1)You indicated that we should not have placed a review on Hellopeter and given you an opportunity prior to this. This is not correct.
a) In 2020 the first failures started , these were returned to Northside and replaced.
Your employee Kajee contacted me awhile later regarding the failures. I indicated that since the return more bulbs had failed , but fortunately most of our fittings are two bulb units therefore light is still present. The exact number of bulbs should be in your documentation , but is in the region of 15. In my opinion I think Northside should have realised that the failure rate was excessive and should have requested that all bulbs including the working ones be brought back. This was the first opportunity to resolve. (You can verify the call by reviewing your itemised billing.)
b) As documented above my family member did return to the store . This can be verified by reviewing your CCTV footage on the days in question. This was a second opportunity to resolve.
He spoke to not one / but two staff members.
2)You indicated that should I not have spoken to Synerji as this is a northside issue.
We did deal with northside the retailer. If the retailer does not perform or does not know what is going on surely the supplier should be contacted.
3)I indicated that at the time the units were fitted , new fittings from two other suppliers were also placed. There have been NO failure in other LED units - including downlighters and central fittings . The synerji long tubes have also not failed. Basically the only model that failed was the model referred to in my review. This clearly points to an issue.
4) If you flag reviews on Hellopeter as false , it limits the consumers choice to identify problematic products / faulty batches. As you can see my review is correct with the only deficiency been my underestimation of the failure rate.
Basically Northside could have dealt with this in a different manner , and had the opportunity to identify the issue in 2020. Staff training and the relevant procedures need to be put in place.
I look forward to your response and to bringing this to a conclusion.
Thank you
Northside Electrical Lighting Security Wholesalers's replyOfficial
03 May 2021, 10:42Thank you for your comments, we look forward to resolving this issue once we have collected the globes next week and can personally discuss the issue at hand.
Northside Electrical Lighting Security Wholesalers's reply03 May 2021, 10:42
Official
Thank you for your comments, we look forward to resolving this issue once we have collected the globes next week and can personally discuss the issue at hand.
mM
Bulbs have been collected from Northside Electrical more than two weeks. No feedback. No resolution.
motala M's updateReviewer Update
28 May 2021, 18:00Bulbs have been collected from Northside Electrical more than two weeks. No feedback. No resolution.
mM
motala M's update28 May 2021, 18:00
Reviewer Update
Bulbs have been collected from Northside Electrical more than two weeks. No feedback. No resolution.